Aspect in brief: - PDF document

In an increasingly competitive marketplace dominated by customer experience, businesses can no longer afford to entrust critical call center operations to anything less than best-of- breed technology. Customer satisfaction is the key to success for top brands across all industries and verticals. It to deliver the type of service today’s consumers expect. Research shows, 80% of customers surveyed feel the experience a company provides is just as important as its products or services.¹ From inbound and outbound voice contact to automated and self-service interactions, consumers are now gravitating toward organizations that cater to individualized and personalization. Likewise, today’s agents are seeking greater exibility and satisfaction in their work lives, and prioritize employers who adopt modern, intuitive, mobile tools to make tasks easier, more engaging and more rewarding. Aspect helps businesses elevate the quality of their customer experiences and reduce customer churn with a full optimization solutions, available in cloud, hosted or premise environments. The choice is yours. Aspect’s “Customer First” Focus For over 45 years, Aspect has helped contact centers seamlessly align their people, processes and objectives to deliver remarkable customer experiences. We succeed only when our customers succeed, which means our class enterprises meet theirs. Aspect is committed to helping large contact centers simplify and improve customer and agent engagement at every stage of the interaction, across every channel and touchpoint. Best-of-Breed Solutions for Enterprise Contact Centers COMPANY HIGHLIGHTS Founded 1973 Employees Partners ~200 LEADERSHIP TEAM Patrick Dennis President and CEO Ed Berndt Chief Customer Ofcer Michael Harris Chief Product Ofcer and CMO David Funck Chief Technology Ofcer Sherri Moyen Chief Financial Ofcer About Aspect Aspect is on a mission to simplify and improve customer engagement. Our large-enterprise contact center software is used by millions of agents every year and supports billions of consumer interactions around the world. Flexible, highly scalable, best-of-breed applications for self-service, live contact management and workforce optimization help companies keep agents engaged while providing exceptional customer service experiences. Available on-premises or in your choice of hosted, private or public cloud environment. For more information, visit www.aspect.com . Follow Aspect on Twitter at @AspectSoftware . Read our blogs at http://blogs.aspect.com . #GOODCALL From our commitment to customer- centric product development to responsive customer and technical support, we recognize the impact of quality customer care in everything we do. Our skilled professional services teams not only stand behind every software implementation and deployment, we develop innovations to tailor a solution to meet specic business needs and objectives. Driving Customer Loyalty through Optimized Performance Customers overwhelmingly ranked effectiveness as the most important component of great customer service.² Empowered, engaged agents are better equipped to deliver the fast, effective resolutions customers expect, while intuitive self-service applications enable customers to nd answers quickly and easily. • Increase customer satisfaction. Offer channel choice, provide consistent omnichannel experiences, deploy compliant outbound campaigns and ensure quality across every experience. • Keep employees engaged. Motivate and empower employees, offer exible scheduling to meet employee and business needs, reward and incentivize outstanding performance, improve employee self- service options and provide coaching, mentoring and training. • Improve operational efciency. Improve outbound connect rates, automate list and campaign management, shift simple and routine transactions to self-service and meet business SLA and KPI targets. Trusted, Industry-Leading Solutions and Continued Innovation Aspect powers customer contact and workforce optimization for more than 2+ million agents worldwide in 80+ countries. Every day, we help businesses handle over 100 million customer interactions, with over 30 billion interactions per year. We invest 12 percent in R&D annually, have more than 700 worldwide patents or patents pending. Our commitment to our customers has earned us recognition as the leading provider of customer and workforce engagement solutions for many of the industry’s largest and most prominent enterprises. Aspect software: • Connects travelers with customer service agents representing the world’s largest airlines. • Helps ensure the right agents are staffed at the right times to help customers complete transactions at many of the top global nancial institutions. • Provides worldwide support for enterprise contact centers with pools of over 50,000 live agents and sophisticated self-service automation. • Consistently earns recognition from industry analysts and other independent experts, including Forrester, Ventana Research, Destination CRM, Frost & Sullivan and more. Sources 1. Salesforce, State of the Connected Consumer, 2019 2. Aspect Customer Experience Index, 2018 © 2020 Aspect Software, Inc. All Rights Reserved. 3500US-I3 7/20 Asia Pacic & Middle East Headquarters 3 Temasek Avenue Centennial Tower, #21-00 Singapore 039190 +(65) 6590 0399 OFFICE +(65) 6324 1003 FAX Europe & Africa Headquarters The Record Store, 15 Pressing Lane Hayes UB3 1EP, United Kingdom +(44) 20 8589 1000 OFFICE +(44) 20 8589 1001 FAX Corporate and Americas Headquarters 5 Technology Park Drive, Suite 9 Westford, MA 01886 +(1) 978 250 7900 OFFICE +(1) 978 244 7410 FAX 4 of 5 Top Commercial Banks 6 of 6 Top Airline Carriers 4 of 4 Top Tech Companies 5 of 7 Top Forbes Global Companies 8 of 10 Top Telecom Providers Aspect Drives Customer Contact and Workforce Optimization for: Workforce Optimization SuiteContact Management SuiteAspect Platforms Hosted | Cloud | On-Premises